Agenda

Information Sharing

Customer Service Training Recommendations

1. Information Sharing

Alex - Alex began 24 hour opening on 12/14. These extra extended hours will continue through 12/22.
Gill and Rose have been busy making schedules for the extended openings plus changing daily schedules to accommodate students having to call out for finals and others wishing to sub for them.
Reserves is very busy, mainly with winter and spring lists.
Circulation and Collection Management are also very busy with large volumes of book returns.
RDS has less requests but lots of mail to handle.

Camden - Circulation just got real quiet with the end of classes. There are many book returns.
Camden is in the process of working out the procedures for reserving a group study room and
checking the key out to the students at circulation (treating it like a 2 hour reserve item).

Chang - Nicole started as Acting Supervisor of Chang. They had a book theft the other day. The
books were found at the Co-op.

Chemistry - The Chemistry Library had problems with the heating system but it was fixed
already. The Chemical Abstracts project is moving rapidly. Everything else is fine.

Gov Docs - ALEX: Shifting to create space for recent Congressional Documents.
LSM: Paul Young is studying the manual on how to shelve maps at LSM.

Kilmer - Kilmer has set up a 24 hour hold shelf for patrons who come to the desk without a card
or need to clear up fines before checking out a book. Kilmer recently discussed relocating
their temp shelves. Eventually, they will be located behind the Circulation Desk.

LSM - The front doors were found open 2 days in a row.
LSM received a large shipment of donated books for the book sale from the Chang library. Dave Warner is working with Jackie Mardikian to coordinate group orientations for UMDNJ.

2. Customer Service Training/Circulation Training

CFG members shared their thoughts on what they thought the core competencies of customer
service/circulation training should be:

These were some of the technical recommendations that were made

Knowledge of both the Charge and Discharge functions along with the typical errors and messages associated with each is primary.

Knowledge on how to navigate through the libraries' webpages.

Registering users both Guest and Primary.

Viewing patron checkouts, including recalled books, overdues, etc.

Viewing patron holds, as well as where these items are on hold, and the date the items were placed on hold.

A "cheat sheet" for registering new users that could be kept at the desk would also be nice.

It would be important to know what to do with Guests and Alumni. How to input them into the system, what settings and privileges these users get in WorkFlows, the limits on their circulation rights, and the requirements and procedures for extending privileges and such. This probably falls under the larger rubric of registering and administering new users knowing which staff member to contact for more complicated issues (billing, guest users etc.).

There were some of the customer service recommendations:

The most basic element of customer service is also the most important aspect of circulation:
acknowledging the patron. When someone approaches the desk, one should be ready and willing to
help. This should be communicated to the patron through a smile, eye contact, a simple hello.
I've seen many examples of students getting very absorbed in their computers and not being
aware when someone is waiting at the desk We have to answer many directional questions, also
need to know the basics of rds, billing and reserves. I also think weekend/evening staff may
need to have a wider basic knowledge as they may not have the relevant supervisors to assist
them on site. I think that Customer service training should also include the way to behave when
providing excellent customer service, appearing available to patrons so they will come over and
ask if they have questions, displaying a pleasant manner (smile) and patience in dealing with
them, especially if someone is angry or upset. I feel this is just as important as the
mechanics of the job.

As a great philosopher said " I do not know what I do not know". The service desk person needs
to develop this kind of attitude to successfully address the wide range of questions they are
faced with at the circulation counter. Too many people react to questions with any answer that
comes to their head, regardless of whether it is the right answer, or even close to the correct
answer. Excellent service can only be delivered when the worker is humble enough to admit they
do not know something, and are willing to ask appropriate staff for assistance. In many cases,
familiarity with the Library "desktop" can help the service person find the answers they seek.

I would also add answering the phone and directing the caller to the right place as a core competency.
What about general knowledge of the building. Departments, locations, water fountains, how to buy a copy card. Where is the computer
lab? This seems like an unwieldy category, but I think our service desk is where most of these questions are asked.

Next meeting Thursday January 19th 2:30 at the Kilmer Library Media room